Privacy policy

Last updated 27 September 2026.

Ghala CRM is made and run by Neurotech Company Limited, SkyCity Mall, 9th Floor, Dar es Salaam, Tanzania ("Neurotech", "we"). This policy says what personal data Ghala CRM handles, why, where it goes and how to have it removed. Questions go to hello@ghala.io.

Ghala CRM is a customer operations tool for businesses. A business opens a workspace, connects the channels its customers write and call on, and its team answers from one inbox. Two kinds of people appear in it, and this policy covers both:

Workspace users: the staff who sign in and work in a workspace.
Customers: the people who write to, call or are contacted by a business through a channel connected to its workspace.

For customer data the business that owns the workspace decides what is collected and why, and Neurotech processes it on that business's behalf. For account data about workspace users, Neurotech decides.

What we collect

Account data

Signing in goes through Neurotech Accounts, our identity service. Ghala CRM keeps your name, email address, the workspaces you belong to and your role in each, and a session cookie that keeps you signed in. Actions that change a workspace (connecting a channel, resolving a case, changing who can do what) are written to an audit trail with who did them and when.

Conversations

Each channel a workspace connects brings that channel's conversations into the workspace's customer history:

WhatsApp, through Ghala: messages, media, and the customer's phone number and name.
Instagram direct messages and Messenger, through Meta: messages, attachments, and the customer's Meta-scoped id, username and name.
Email, through a Gmail mailbox the workspace connects: see the Gmail section below.
Phone calls, through SemaCall: call records, and recordings and transcripts where the business records calls.
Chatbot conversations, through Sarufi.
The support portal the business offers its customers: the request they send, and their email address, confirmed by a code we send to it.
The business's own systems, through the ingestion API, and records the business chooses to bring in about a customer, such as orders, bookings or payments.

From these the CRM builds one record per customer: the identifiers a channel gave (a phone number, an email address, a Meta-scoped id), the name the channel or the business supplied, the conversations, the cases the team opened and the notes they left.

Gmail

When a workspace admin connects a mailbox with Continue with Google, they grant Ghala CRM two permissions on that mailbox:

Read mail (gmail.readonly): the CRM reads new messages as they arrive and stores each message's headers (sender, recipients, subject, date, message id) and its text, with formatting removed and long messages cut at 20,000 characters. Attachments are recorded by name, type and size only; the files themselves are not copied.
Send mail (gmail.send): when a team member writes a reply in the CRM, the CRM sends it from the connected mailbox on the same thread. Nothing is sent that a person did not write and press send on.

The CRM does not read contacts, calendars, drafts or labels, does not delete or move mail, and does not change mailbox settings.

The token Google issues is encrypted at rest with AES-256-GCM and is opened only at the moment the CRM talks to Google. Disconnecting the mailbox from Channels revokes the grant at Google and erases the token. You can also revoke it at any time from your Google Account under Security, Third-party apps.

Ghala CRM's use and transfer to any other application of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. In particular, mail read through Gmail is used only to show the workspace its customer conversations and to send the replies its team writes. It is not used for advertising, is not sold, and is not read by a person at Neurotech except with the workspace's permission for support, or as the law requires.

How we use it

To show a workspace its customers' conversations and let its team reply.
To open, assign and track cases, and to measure how the team responds.
To find the same customer across channels, so one person is one record.
To send the messages, emails and replies the team writes.
To keep the audit trail that says who did what.
To keep the service secure and to answer support requests.

Assistance from AI

A workspace can turn on AI assistance. When it is on, the CRM sends the messages on a thread, the workspace's published knowledge articles and the records it holds about that thread's customer to OpenAI's API, to draft a reply for a team member to edit, to write a short summary of where a thread stands, and to suggest whether a thread needs a case. A person reviews everything before it is sent or acted on. OpenAI processes this data under its API terms, which exclude it from model training. AI assistance is off by default and can be turned off at any time under Settings, AI.

Who else sees it

We do not sell personal data and we do not use it for advertising. It is shared only with:

The channels a workspace connects: Meta, Google, Ghala, SemaCall and Sarufi receive what is needed to deliver and send messages on that channel, under their own terms.
OpenAI, when AI assistance is on, as described above.
Our hosting providers: Vercel runs the application and Neon holds the database. Their data centres may be outside Tanzania.
Authorities, when the law requires it.

How long we keep it

Conversations and customer records stay in a workspace for as long as the workspace keeps them. A workspace can remove a thread's content, which erases its messages and any copies kept from syncing while leaving a record that says when and by whom it was removed. Disconnecting a channel stops new data arriving and erases the credentials, but keeps the history already captured, since the business's records of what it told its customers are its to keep. A workspace owner can ask for the whole workspace, or a customer's record, to be deleted by writing to hello@ghala.io, and we do so within 30 days. Account data is kept while you have an account with Neurotech Accounts.

Security

Every credential the CRM holds (Gmail and Meta tokens, API keys, signing secrets) is encrypted at rest and opened only where it is presented to the provider. Traffic is over TLS. Every workspace's data is scoped to that workspace on every query. Signing out of Neurotech Accounts ends your CRM session on every device.

Your rights

You can ask to see the personal data we hold about you, to have it corrected or deleted, or to object to how it is used, under the Personal Data Protection Act, 2022 of Tanzania and any other law that applies to you. If you are a customer of a business that uses Ghala CRM, that business is the right first contact, and we will help it answer you. Otherwise write to hello@ghala.io.

Children

Ghala CRM is a tool for businesses and is not offered to anyone under 18.

Changes

When this policy changes, the date at the top changes with it, and a material change is announced in the product before it takes effect.

Contact

Neurotech Company Limited SkyCity Mall, 9th Floor, Dar es Salaam, Tanzania hello@ghala.io